Personalized and custom items

Personalized and custom décor pieces (when personalization is offered on a product page) cannot be returned or exchanged, except when cartvello made an error—such as incorrect personalization compared to your confirmed order, or a manufacturing defect.

Please confirm spelling, size, and options before production. If you typed personalization incorrectly and that text was disclosed and confirmed on your order, we cannot offer a refund or remake for customer typos or preference changes after production.

Cancel or edit before production

You may request a cancellation or edit before production starts by contacting [email protected] promptly (ideally within a few hours of ordering). Once production has begun—typically within the 3–5 business day production window—custom orders generally cannot be changed or cancelled.

Shop errors and defects

If you receive the wrong personalization, a manufacturing defect, an incorrect item attributable to us, or damaged goods from packing, contact us within 7 days of delivery with clear photos. We will arrange a remake or refund after review.

Return shipping

• Personalized and custom items are not returnable for change of mind.
• For returns due to our error or a verified defect, we will provide return instructions and cover reasonable return shipping as confirmed in writing.
• Items returned without approval may not be refunded.
• Approved returns must be sent to THON 2,Xã Tông Lạnh,Thuận Châu,Sơn La, Viet Nam.

Refund method and timing

Approved refunds are issued to the original payment method. After we receive and inspect a returned item (or approve a shop-error remake/refund), please allow 5–10 business days for the refund to appear, depending on your payment provider. All amounts are in USD.

Related policies

See also our Shipping Policy, Payment Policy, and Terms of Service on cartvello.com. Questions: [email protected] · +1 202-555-0147. Hours: Monday–Friday, 09:00–16:00 GMT+0. Response: 1–2 business days.